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06.c) Ignite Service Desk

  • Ignite Service desk is created to manage & track the technical requests of Ignite App in a structured manner.
  • Mail VS Ignite Service Desk? – Raising a ticket in Ignite Service for any issue/request related to Ignite App is much smoother than sending an email due to the volume of requests that come in. 
  • Who can do it?

Anybody with access to Ignite App. 

  • When to do it?

Below are the various scenarios for which you can immediately raise a request using the Bhumi Service Desk:

  • Enhancements in current applications/forms/pages or  New application/forms/pages request.
  • Technical glitches
  • Data correction/updation/deletion/status change
  • Uploading centre engagement form
  • Information needed on Ignite App
  • Any other request regarding the Ignite App. 
  • Pre-requirements to raise a request?

Supporting file – Always try to crosscheck &  provide the relevant supporting file. Especially for technical glitches or enhancements please upload a screenshot/video for faster resolution.

  • How to do it?
  1. Go to your Ignite App and under utility forms tab click on Ignite Service Desk or visit here.
  2. Fill up the category & details based on the below table.
  3. Give your contact details, chapter & project details. Incase of any further clarifications, this will help the data analyst team to directly contact and resolve the issue.
  4. Click on submit once all the fields are filled. It will be taken by the data analyst team and resolved within the resolution time if all details are provided. 
CategoryDescription of the Issue/challenge/requestTo fillResolution Time
Access Issue – Ignite1. Ignite App invite link was not received even after attending training2. Ignite App Invite link expired3. Ignite App invite Link to be resent after deleting previous accountProvide details such as email id, name. If many volunteers, provide it in a tabular form.3 Days
Application slownessDespite having access, if a page/record in the mobile app or website is not loading or very slowly loading.Describe with screenshots or video of the issue(screen capture)       1-2 days
Other – Asset Placement LetterTo upload the asset placement letter in the databaseMention the centre details & attach the asset placement pdf    1-2 days
Other – Centre Engagement FormTo upload the centre engagement form in the databaseMention the centre details & attach the centre engagement pdf1-2 days
Student Master updateAdding new students to the databaseProvide the data in the correct format as provided here2 day
Student Master updateChanging status of student from dormant to activeDetails of student data to be clearly mentioned ; For Student – ID, Name and Class ; For volunteer – Email ID1 day
Attendance CorrectionIf a student/volunteer attendance has been wrongly updated & has to be deleted/modified.Date, Details of student/volunteer data to be clearly mentioned ; For Student – ID, Name and Class ; For volunteer – Email Id1 day
Incorrect DataApart from student/volunteer attendance, If there is any incorrect data entered (eg. Incorrect assessment) in Ignite app.Details of student data to be clearly mentioned ; For Student – ID, Name and Class1 day
Other – Application ErrorCertain modules not workingeg: not able to open student attendanceExplain it briefly & screen shot is required2 days
Other – Application ErrorAny formula mistake in ZohoExplain it briefly & screen shot is required3 days
User QueryAny information needed, query or doubts regarding database – Clearly mention the DB, forms, App etc.Explain it briefly & screen shot is required2 days
EnhancementsGiving user access to existing forms, Reports & Dashboards Eg: Extending SPO assessment access to centre coordinatorsExplain it briefly & screen shot is required7 days
EnhancementsCosmetics Changes Changing look and feel of existing reports, forms Eg: Changing color coding of graphsExplain it briefly & screen shot is required7 days
EnhancementsSuggestion for improvement – Addition or changes in existing reports eg: Adding median attendance in class status reportsClearly explain the requirement.Minor: 3 daysMajor: 15 days
EnhancementsNew Feature in App – New reports, Pages & Dashboards in existing App Eg: Volunteer tracker dashboardSubject to be clearly defined and of an approved requirement (to be discussed with National support team prior raising the request)15 days
EnhancementsNew Application – Developing a new database management systems Eg: New application for events/projects like Nakshatra, Ignite AppSubject to be clearly defined and of an approved requirement (to be discussed with National support team prior raising the request)30 days
Query in the CCT Page/ContentIf you have any doubts on the content page of your projectClearly explain your query with screenshots if necessary3 days
Sharing new ContentIf you have new content to be added to the content page of your projectDescribe the topic & attach the necessary files3 days
OtherAny other challenge/request/issue you faceClearly explain your challenge/request/issue with screenshots if necessary3 days

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